Customer Support Executive

About The Client
Founded in 2014, our client, All That Jazz is a leading dance academy in Singapore with over 1,500 students across 5 locations. We specialize in Jazz, Ballet, Tap, Street Dance, Acro, Musical Theatre, and Contemporary dance. Our 50+ team members operate in a vibrant, collaborative culture dedicated to high-quality dance education.
Role Overview
We are seeking a responsive, solutions-focused Customer Support Executive to manage incoming customer inquiries across all studios. Operating primarily through our centralized messaging platform, you will act as a primary point of contact, delivering clear, warm, and timely support regarding class schedules, enrollments, fees, and studio policies.
How To Apply
Please note that all applications for this role must be submitted exclusively through Booth. To ensure your application is reviewed, please do not send direct applications, emails, or inquiries to the All That Jazz team.
Key Responsibilities

• Chat & Ticket Management: Monitor and manage multi-channel inquiries via Respond.io (WhatsApp, web forms, click-through ads, and emails).
• Service Excellence & Speed: Maintain target SLAs—first response within 30 minutes, resolving queries within 2 hours.
• Customer Communication: Provide accurate details on trial classes, studio fee structures, payment queries, and policies using a warm, professional, and empathetic writing style (leveraging AI tools where appropriate for clear communication).
• Operational Execution & Handover: Execute administrative tasks in studio management systems (iClassPro) and build detailed shift handovers for team continuity.
• Inquiry Prioritization: Identify and prioritize time-sensitive leads (e.g., new trial inquiries) over lower-priority requests (e.g., makeup class tokens).
• Escalations: Route complex operational issues, teacher assessments, or fee disputes to Studio Managers or the General Manager.
  

Requirements
Qualifications & Requirements

• Experience: Proven experience in chat-based customer support, administrative support, or messaging platforms.
• Communication Skills: Strong written English skills with the ability to communicate clearly and empathetically with diverse international backgrounds.
• Tech-Savvy: Quick learner accustomed to managing multiple systems (Respond.io, Google Workspace, studio booking software) and comfortable utilizing AI tools to refine response tone and clarity.
• Work Style: Exceptional attention to detail, strong prioritization skills, and a solutions-oriented mindset under high-volume periods.
• Nice-to-Haves: Prior experience or personal passion for dance/performing arts, or familiarity with Respond.io and iClassPro.
  

Work Schedule: 5-day work week across a 7-day roster | Fixed Shifts: 9:00 AM – 6:00 PM or 1:00 PM – 10:00 PM (SG Time)
Holiday Schedule: Singapore Public Holidays (Observing Christmas, Chinese New Year, and National Day; weekend/holiday coverage required during peak seasons with premium pay provided for local working holidays)
Target Start Date: Immediately (before mid-October 2026) OR late November 2026 (post-annual recital)
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